Estate clients often call about a loss or a family worry. They can ask many questions before they are ready to book. The intake agent is set to speak at a steady pace, listen and record. It collects the basics and offers a consultation without pushing. It does not advise on wills, tax or the estate itself. You choose the wording, including how it should respond to someone who is grieving.
After the first meeting, the agent can request details in small steps: accounts, property, policies and the names of beneficiaries or executors. Each request says why it is needed. A paralegal reviews what comes in and chases any gaps, so families are not left guessing what is still missing.
Probate can stretch over months, and families want to know what is happening. The client chat agent shares status from the file and tells people what to expect next. Questions about who is entitled to what, or whether a claim is possible, go to a lawyer. Measure progress by outstanding information requests and by update calls that reach staff.
Estate matters also have ordinary admin tasks that quietly fill the week, such as requests for certificates, bank letters and valuations. The agent can prepare reminders and track which are outstanding, so a paralegal sees a short list each morning. People still write the letters that need judgement.